Locked Out of Loom Education Account With 500+ Videos

[Fathi]

I'm in desperation mode. Need help escalating a Loom account recovery issue.

I have 500+ important videos in my Loom Education workspace. I’m 100% sure I’m using the correct email and password, but the login still doesn’t work, so I believe there may be an issue with the account/system itself.

My old university email was deactivated, but I now have another active .edu email I can use for verification and replacement. Loom support still says they cannot help recover the account.

Many of the videos contain my face and voice, and I’m willing to verify ownership with ID or any other method necessary.

Does anyone know how to escalate this to Loom’s recovery/security/management team?

[Tomislav Tobijas]

Hey @Fathi ,

Have you tried reaching Loom support via one of the following channels:

• Need help with your Loom account? Here’s how to contact Support (and get help faster)

• Atlassian Support: Pricing, Billing & Licensing

The first option is recommended, but if you're having account/login issues, you can use the second link as well.

Note that there have been/are some issues with migration from Loom platform to Atlassian, so you can maybe check this article here as well: Logging in to Loom after your account is moved to Atlassian
Although I'm not sure if that's relevant to your case or not 👀

Cheers,
Tobi

[Fathi]

Hi @Tomislav Tobijas 

I already contacted Loom Support and currently have an active ticket with them. The issue is that progress seems stalled because they keep asking me to log in using the same university email address, but that email was completely deleted by my old university and no longer exists.

I do have a new active university email account that I can verify with, but so far they haven’t offered a real solution to transfer or recover the account access. They are telling me to contact the IT department of the old university, but after speaking to them, they said they have no way to recover the account since it's been deleted. 

Thank you for your help! 

[Tomislav Tobijas]

@Fathi ah :/

I'm not sure what the procedure here would be 👀 If your account was deleted, then I'm not sure what happens with the data (e.g., videos) in Loom. 

In the meantime, have you spoken with support and forwarded that message from internal IT that the account no longer exists? I mean, if videos do exist, they should be able to 'transfer' them to a new account, but I'm unsure what the policies are around this kind of activity.